POSITION DETAILS

A technically brilliant application support analyst who is passionate about delivering high quality application services to the investment bank stakeholders.

Take part in Major Incident Management, Problem Management and Request Management

Utilize their IT and business skills to interact with internal and external clients

Support the Service & Product Manager across several technical domains

Uphold high standards for timely issue resolution

Contribute expertise to the management of existing and new IT products and services

Optimise the service issues and gaps and implement service quality

Optimize operational procedures to improve efficiency, reduce time to restore and minimize costs

Perform the full spectrum of Production Support responsibilities, based on the ITIL Framework: Incident and ProblemManagement, Release Management, Risk Management

Incident Management: Ability to assess the impact and urgency, diagnose the application issues using logs, coordinate with relevant teams to resolve the incidents, keep the stakeholders updated with the progress.

Problem Management: Ability to deep-dive into the recurring issues and find the root cause by analysing the log files, symptoms, timing, etc. Ability to articulate and influence the development team, infrastructure team and others to provide a solution to fix the root cause and prevent the recurrence of issues.

Change Management: Well versed with ITIL processes , procedures and ability to act as a strong gatekeeper to the production environment. We expect the person to be able to assess the changes from all dimensions – impact, risk, performance and help to implement the changes in a controlled manner

Business Continuity Management: Understand the purpose of BCM, participate in BCM tests, experience in handling real time failover activities.

Automation and Efficiency Improvement: A person who is passionate about the new tools ( SPLUNK, APPDYNAMIC, etc.), technologies ( BIG DATA, NO-SQL, etc.), and processes ( ITIL, DevOps, Agile) and adopt them in the working environment to increase the efficiency and effectiveness.

Your Team:You will be part of global application support group (ASG) which provides L2 application support to the stakeholders in the GFS (Global Financing Services) business, covering exchange traded derivatives clearing and settlement; prime brokerage; and stock lending functions. The team is global in nature and is responsible for the full spectrum of support from front-line user support, through to complex system support, to release and environment management.